Refund & Cancellation Policy

Effective: 16 September 2026

This policy forms part of the VividPlan Terms of Service. Nothing in it excludes, restricts, or modifies rights or remedies that cannot lawfully be excluded under applicable consumer law.

1. Cancelling a subscription

You can cancel a paid subscription through Billing in your account or by contacting support@vividplan.app. Cancel before your renewal date to avoid the next recurring charge. Unless law requires otherwise, cancellation takes effect at the end of the current paid billing period, and you retain paid access until then. Cancellation stops future renewals; it does not automatically refund charges already paid.

2. Refund requests

Because VividPlan provides immediate access to a digital service and incurs costs when generations and edits are requested, we do not provide refunds merely because you changed your mind, forgot to cancel, did not use the Service, or did not use all of an included allowance, except where required by law.

We will review requests involving:

• duplicate or incorrect charges;
• a charge made after an effective cancellation because of our error;
• unauthorised transactions reported promptly;
• a major service failure or other entitlement under applicable law; or
• exceptional circumstances we choose to consider in good faith.

Where a problem can be remedied, we may first offer to re-supply the affected Service, restore an incorrectly consumed credit, or correct the account. Any discretionary refund does not create an obligation to provide the same outcome in another case.

3. Credit packs and allowances

Included monthly allowances reset and unused included usage does not roll over. Purchased top-up credits do not expire while your account remains available, but they are generally non-refundable once any part of the pack has been used, except where required by law. Credits are not redeemable for cash and cannot be transferred.

4. Free and promotional access

Free trials and complimentary access do not require payment unless you separately choose a paid subscription. There is no refund for free access. Promotional terms shown when an offer is accepted may set its duration and allowance.

5. How to request a billing review

Email support@vividplan.app with your account email, charge date, amount, and a short description. Please do not send full card details. We aim to respond within 5 business days. Approved refunds are returned to the original payment method; bank processing times are outside our control and commonly take a further 5–10 business days.